Hello All,
I am self employed and the only one in the office. I create and then host and maintain my approx. 30 clients' websites. My business is 11 years old and my client retention rate is very good.

Standard updates to clients' websites (text, photos, etc.) that are received by 4pm are done that day 7 days a week. After 11 years this is getting old. My bad though--I trained my clients to expect this.

I want to "re-train" my clients, so I can get some time to myself, and even take a week or so off without taking my laptop with me and doing updates each day while I am away.

The Question:
I would like to know what sort of schedule/timing other web masters in my situation use for updating clients' sites and how do they handle vacations when there is no one else in the office or available to do client updates.

Thank you for you input. Jon

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Jon Case
Small Business Website Design

I hate to say it...but I take my work on vacation by way of a laptop and remote access into my office server.

I do let my clients know I am on vacation and will be working in the evenings.

They tend to be understanding. I too have spoiled my clients...but they are some of the best friends I have.

Kevin

I was in a very similar situation. I can tell you that it will be difficult to take a time off without taking your laptop.

First thing, I have started to implement is to get away from working weekends. Unless, it is an emergency or I have to catch up with late work I don't work on Sundays now (I have implemented that gradually), I try to stay away from work on Saturdays as well. If I have to I try to work only Saturday morning.

In addition, again except of emergencies, I try to work between 8 am and 5 pm local time. I know that Internet is suppose to be open 24/7 but trying to keep with regular business hours helps a lot.

To summarize, I suggest that you gradually teach your clients that your work is done a bit differently then until now.

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Andrew Wilczynski
New Concept Design - Web Development Studio
www.newconceptdesign.com
design@newconceptdesign.com
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First off, I would like to know how to get the "Read Replies" link in the newsletter to link to my personal profile ;-D JK

Well, I can relate to this situation. I've been in business 12 going on 13 years and started out with the 24/7 support approach. What could be easier with laptop, coffee houses and cell phone all across the country, right?

It seldom works that way without reaching a point of burnout. You definitely need down-time and being totally away from the computer is extremely theraputic. I too, took my laptop on vacations and dare not rent a house or hotel room without one! What pressure.

It is perfectly alright to announce well in advance (at least 60 days if possible) that you will not be available from "a date" to "the date you come back". If you do not have a trusted colleague that can answer "extreme emergencies" for you, then you might have to check email once a day.

I had my first "non-computer" vacation last year at the beginning of the 12th year anniversary and there was nothing better for revitalizing my zest in running my company. You have earned the right to take care of yourself - so enjoy! I recommend a cruise

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www.ImpressInPrint.com - www.ProCircuitProducts.com - www.MajesticStoneworksAZ.com
"A merry heart doeth good like a medicine" - Proverbs 17:22

My life in an nutshell.

Very simply this is why I only take on select clients that appreciate me otherwise I would never put up with working as much as I do with 24/7 availability.

Haven't had a real vacation in many years as well. Thank God I love what I do...

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Portals Sales Help Wanted Your Smokies Directory

What would happen if you'd just say, "See you - gone fishin"?

I'm watching this thread with great interest. I too am *exactly* the same. Similarly, my clients have become good friends. One thing I am aware of, is how those *friends* tap into my knowledge, quick chats turn into consultancy hours and it's very difficult to then charge for that knowledge. I am trying to implement a retainer system, whereby they pay a nominal charge monthly for me to make those changes at their beck and call, but this would also serve to pay a *fellow* web designer to look after the show whilst on holiday.

It's fine putting that in writing, but putting into practice is proving trickier.

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Web design | CD-ROM design | Presentations
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www.gelcreative.co.uk

Just like the "big boys" do it... How many times have you seen "Due to System Upgrades, Adwords will not be available for modifications or updates between xxx and yyy, please excuse the inconvenience" ?

Just send an email to all your clients that updates will not be available for a specific time period, and get on the plane!

I would set up a "ticket system" via email, where your clients can still submit changes for submission when you come back "on line"

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Train someone you trust not to steal your biz, pay them, take a vacation.

Further steps, destroy your mobile and router.

I had the same issue. Then I talked to all my clients - NONE OF WHOM ever worked weekends - ALL OF WHOM took at least one vacation a year. I told them I had to have some downtime or they'd be looking for a new service supplier. Not one of them had anything bad to say. Now I tell them a week before I'm leaving that I'm going on vacation and they just deal with it. I lost 2 our of 55 clients, both are now back with me after less than 6 months - no one else will dow what I do - never mind the money involved. What use are you to them burnt out? or dead?

Like my colleagues all kept saying - GET A LIFE!

They were right AND I do not take the laptop anywhere when I'm on vacation - very liberating. No one dies, the world does not end and everyone manages - just like in the rest of the real world.

Go on vacation, leave the laptop at home - just tell them first! - BUT do not ask

You have to make me time. Even if it's only one week a year. There's only so long you can burn the candle at both ends and remain happy and motivated. Become a slave, be a slave.

I take one week a year where I drop out. Gone fishin'! No internet, no electricity, no phone, no TV, radio, newspapers... no nuthin except the people I'm with and what I'm enjoying. I don't stress about work at all. Took some practice, but it works for me. Hell, my wife looks forward to that time because she gets me time for her!

If your clients can't survive without you for a week or so, or have an issue with you not being at their beck and call 24-7 then it's time to re-evaluate some things. If you've "billed" yourself as the 24-7 solution then you've only yourself to blame. Hire some (some more) staff. If they've come to expect it because you've made yourself "available" to them 24-7... you only have yourself to blame... time for some "re-training" for the both of you.

For me, I made it clear, well in advance, when they were not not going to be able to reach me... period. Granted, spur of the moment type stuff still finds me with a laptop but the phone and instant replies are out. If this is unacceptable to them, then so be it.

I've been self employed/business owner for most of my adult life. Training myself to take time for for me was a difficult thing to do. But I'm much, much happier for having done so. I have generally found, many folks relate to, understand, and appreciate that. They realize that they need it too.

For me (I can't wait!!!) that time is fast approaching! I have trusted people to rely on to properly "deal with" things, including so-called "emergencies" while I'm gone.

I hang up the "Gone Fishin!" sign and deal with whatever when I get back. The world goes on with or without me but for that particular time it's all about ME and I and all the folks around me are better served and happier for it.

Don't sell yourself short.

Dave

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Religious-Jewelry Blog - Deep Link Directory - Religious Jewelry

It sounds like you've got some great client relationships and are counting yourself lucky - as you should.

I think you can safely leverage these strong ties by letting your clients know in advance that you will be taking some time off. You can ask them if they anticipate any changes as you will have limited internet access. This will plant the seed and hopefully any routine changes will be made ahead of your trip - or held off until your return.

If you're only going for a few days, I think that would be sufficient. If you're going for a longer period of time, I would probably check in every couple of days to take care of important issues. The rest I would leave until I got back.

Remember, your clients are people. If you treat them like real people, more often than not by far, they will do the same in kind.

Enjoy!

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Graphic & Web Design
www.jannmirch.com

Well, unfortunately I too am in the exact same boat, and I've learned that nothing ever goes wrong until I get out of town. THEN the server crashes, or a site won't load, or someone's email won't work...

I'm fortunate that my son-in-law is my techie guy so he's here usually for those emergencies, but simple updates just have to wait. That said, I do inform my clients that I will be out of town "but will be checking email and messages from time to time."

Along those same lines, I recently bought a small motorhome and am converting it into a mobile office, hoping I can start getting away from time to time but still be able to work if necessary.

Fu&K!

I had this issue only about two weeks ago! Client rang me up while I was at Bristol airport on a Saturday saying they had fallen out with their host and their website had been deleted....

There wasn't much I could do to help, and the client was quite understanding... ... they managed to sort it out with the new host within a day or two...

I definately agree with the posts that say tell your client your away and that it may take a day or two to resolve an issue.

In terms of holioday... I was in the Italian alps snowboarding!


I took my laptop (but did no work), and checked my email every few days. Nothing bad happened.

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Sports Massage Bristol
Personal Trainers in Stoke Newington, Angel & Islington

I have to agree with Crankydave. You have to close your office. Write a nice letter or call all of your clients and tell them your office will be closed for one week or however long and tell them the dates. You can tell them you will take your laptop a if there is an emergent situation, you will deal with it, otherwise, you won't be working. Or, you can just tell them you will be unavailable for the duration of time you have chosen.

In the future, for each new client, be sure to list in your contract or policies that your office is closed for two weeks (or three etc) each year and that they will be notified at least 72 hours in advance of such office closings. Everyone understands that people have to take time away from work completely once in a while. If you can't go "cold turkey" take your laptop with you for emergencies. But for goodness sake, take some time off! (Let us know where you went)

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Bonnie Worthington
Author, Engine Ed's Colorful Train

If your only going for a weekend, wing it, but if you need a week or two, hire a temp. Pay em about what you might get for that time., Screen em first though of course.

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Tony V Get Paid To Blog Even If you don't Blog

a) shame on all of you for getting in this boat! What happens to your business if (when) you get sick or have a family emergency?
b) you now have a list of people from this thread who you might be able to arrange a swap with, you cover on their vacation they cover on yours.
c) Look into outsourcing, you can hire very talented people that will work steady for you for 10-20 hours per week for $300-$600.00 per month. If you hire a firm, then it is their job to cover when that individual takes a vacation. When you know you are going on vacation see if you can ramp up that person's time for a week or two.
d) Read the e-myth by Michael Gerber.

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g
take a free health assessment HealthStatus.com

Plenty of heads-up time communicated to them in intervals of 60, 30 and finally 7 days notice to get their changes in. Any changes received later than a certain date will be looked at after your return. I also give them our 1 800 number for 24/7 tier1 technical support for any critcal issue the likes of "website down" or "email not working" - but no one has yet to call.

Your clients have the same needs as you - the need for time off periodically to decompress and re-engergize. They'll understand - and if they don't, consider firing the ones that complain about it the most. The complainers are probably part of the 20% that take up 80% of your time! Which is a topic for another thread...

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3397 Web Page Designs
Geo-SEO

It is really quite simple; in fact I have fun with it.

I send our a humorous vacation notice weeks in advance so all urgent matters can be addressed before I leave and I invite them to engage my services in a fun way like this:

Greetings all,

Perhaps the greatest ability one can have when serving others is avail-ability.

I pride myself on being available to serve you so it is important for me to share with you that I will be un-available from Thursday, April 3rd, 2008 through Monday, April 14th, 2008.

My Vacation Rates are listed below: Hope you see the humor here…

- $ 65.00 an hour I will be unavailable until the 14th of April.

- $150.00 an hour I will share my private cell phone number with you and take notes about your requests though I will still be unavailable until the 14th of April.

- $1,000.00 an hour I will take you on Vacation with us. (though Additional fees and definite restrictions will apply)
__________________________________________________ ________________________
No one wants to begrudge you of your time away - they will understand.

Several clients were even kidding me about joining us on vacation.

Be well,
Dave

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David Williams
www.DavidWilliams.Biz
Professional Web Design - Affordable Web Solutions

I used to have servers in my house. That was 24/7 for 10 years. I realized I needed to have some time off, so I moved my business over to 3rd party servers. I am so glad I did that one little thing. Now I don't have to be there 24/7 if the server decides to hang up. I can manage my servers from anywhere in the world, and if I need to be away for more than a couple days, there's a 24 hour number for tech support. I do miss a little of the freedom of having the servers 100% under my control, but I don't miss the midnight server rebuilds at all.

Then it was a matter of educating my clients. I had to pick 2 days off that conflicted least with my clients. That was difficult in itself, because some of my clients are as bad as I am about working 24/7. I had one that needed updates every weekend, fri sat and sun, and some that expected weekdays to be my main focus. Large chunks of time off, like a week or 2 weeks would have to be done in a slow period, for the client who needed weekly updates.

Number 1, I never told my clients that the work would be done the dame day, I have always said 48 hours, unless I tell you different. If I get them done asap when they ask, that's a good thing, but they have to understand that life happens. If an update isn't critical, it can be put off until even a day or so later, with just a quick email. None of my clients know how busy I am at any given time, and all are very patient with the updates because they know they'll be done right when I get them done. Most are happy with a 3 day wait, considering their old webmasters would take a month or more, if they did it at all.

Those of us who do this right and well are fewer in number than we may realize. I'm sure your clients will adapt to your new schedule. You have to be adapable in your schedule to accomodate the needs of your clients. If you have some that have critical updates every week, then, you need someone to do that while you're gone - hire someone, or do it on your laptop. If most of the edits and updates are of a non critical nature, then a 2 week vacation shouldn't be an issue.

Hi Jon,

I know you are not alone as I am in exactly the same boat as you, so I know what it is like.

The one thing that I have found is that, although your customers may send you work all the time and you have given intensely high standards of customer service, in my case my customers know that I have to take a break at some point.

Taking a laptop on vacation with you is a must as you, like myself will get withdrawal symptoms and paranoia will set in. This is a scenario that I have relived many times.

The upshot is that, I have not managed to get away yet, but I am ever hopeful.

I wish you luck in successfully getting away from it all, but a business, like a dog, is for life I think.

Regards

Rob

I have some advice that may help.

When you develop web sites and have to support them, you cannot help but be a slave to that site. Web sites are dynamic and consumable and change constantly, so why have yourself enslaved by that type of work. It will never end, and after a few years, most customers Ive worked with go off and hire offshore labor to build the next great site. If you are going to choose a profession that relies on your being involved 24/7, why not be a farmer or something? Thats why I think the whole concept of web development and hostingis not so great a deal, unless you can grow it really large, create large maintenance contracts, host it, then hire teams of in house people to manage it as a managed services deal.

As long as you provide a service like web development, updates and manage anything as a one many deal (mISV), you are a slave to the clock and your clients, period. You can never escape. Sorry, its just reality.

I know. I used to do a lot of that myself. Two years ago I changed how I work by changing WHAT I do in terms of technology. I still consult and charge by the hour like many of you, but this time I have started a small web site software business on the side to see if there was an IT "web business" that allowed me to do web dev (which I love), but sell it as a single product over and over. Now, I SELL a set of prebuilt web site papplications I develop one time. Its a much less time-consuming model, if you ask me.

I was afraid of getting into the same situation many of you are experiencing so decided to go this route, and after 2 years, starting to get some traction. So, I sell web software, where I build something really well, one time, and sell it online as a complete website application for small businesses. I now make money as I sleep and while Im at the beach, etc. and do very little work (between development cycles for new products). Some products sell well, some have bombed, but overall, Im impressed with how much much money it generates relative to how little I work on it. Sure, put in lots of weekends and evenings the first two years, but now its got legs and is walking on its own.

Thats the best model, if you ask me, as your most precious commodity is your time. Going the software route is a long dusty road, and takes a lot of time and hard work up front. Its also a risk as there is a lot of free code for sites nowdays. But it can pay off if you work and think hard about a web product you know a lot about and a lot of people may need. I now pull in extra money selling my products, and dont have to do anything. My sites handles the ecommerce, sells the software, and its deposited in my bank account. The only issues I have are rare emails from a customer that had an issue installing it or something.

So, if you are bummed out by the web dev route, try selling software. Thats my advice. Hope that helps!

You guys have been working very hard. All of you deserve a holiday! The sky is not going to collapse in a week or two!

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When I have a vacation coming up I let my clients know in advance and they are usually very understanding. There are a couple that I know I'll have to post new ads on their site, so I simply take a break each day at a place with wifi. I load the new material and can be done in less then 10 minutes. So your not getting completely away from the lap top, but your getting a pretty good break. Plus I usually have to check ESPN and CNN anyway otherwise I really feel cut off.

Wow, looks to me like many of us should work together and make a vacation schedule Pretty much we all have the same issues with client servers, emails and whatever else pops up.

I liked the idea of sending out a notice 60 days in advance. That's good for those who don't really need a website anyway... if you know what I mean. As for the ones that depend on that website to make the phone ring, online sales etc.. it's 24/7/365 and that's no joke.

I've been doing this for years and it's really a hobby that turned into what it is today. I've tried so many host solutions and can tell you that I use two data centers from two different companies. Both of them pull rabbits out of the hat for me and just fix whatever is broke asap.

I only take my cell, I don't even bring a laptop. Most hotels whatever have something to use. But, the whole point is to escape the technology part of our lives. So, when a problem comes in I just get client info and contact the hosting company assigned to that client. They take over and work with my clients.. it's $3.00 a month / client to be able to do this

So in a nut shell.. you need a hosting data center that has your back.

Wanna know more about my friends in the hosting biz.. PM me.

Have a great weekend everyone and get away even if for 2 hours. Disconnect a little everyday.

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From what you have said, it sounds like you have built up a good relationship with your clients. Use this to your advantage - just explain that next month you're taking a vacation. They will understand.

Tim
inspirotechnic - Home

If you explain the situation to them that should not be a problem as they trust you and most likely will not go anywhere else. Start by taking a weekend off and limiting the hours you are available.

Lots of great replies here.

Having gotten bogged down with emergencies in general for so many years, I've completely changed my business model. I was a one man machine up until around 3 years ago.

Now we teach people to update their own sites that we've built for them, usually using Joomla CMS. We're open normal business hours with few exceptions.

Now we can do 100 sites a year instead of 12-20 and I can afford staff.

Control freaks love the power of editing their own sites, so we have an unfair advantage over the static page developers.

Give 'em what they want, I always say. But keep your sanity in the equation. You may need it some day.

John

Hello All,
Thank you so much for your many replies and ideas. The fact that there are so many in my situation and that you have offered moral support, is the first best thing that I've gained from this post. Thank you!

You all have given me enough goog ideas to come up with a very workable plan. I have to agree with Primal, "Taking a laptop on vacation with you is a must as you, like myself will get withdrawal symptoms and paranoia will set in. This is a scenario that I have relived many times." That describes me.

gwhite has hit on something that has concerned me for some time and is right to scold us who fall into that category. If I were to get sick or worse, there is no one who could step right in and take over my business. I have a colleague who I share all my website settings with in case of an emergency, but it will be hell for my clients for a few months as she tries to figure out what I was doing. I have considered hiring part-time help, but you know how easy that is to put off until another day.

I have also looked into website updating services that charge a monthly fee for so many hours. Has anyone had success with any of these services? Can anyone recommend one of some? I might just turn all basic routine updates over to one. (I may have to start a new thread for that.)

Again, thank you. Jon

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Jon Case
Small Business Website Design

Static HTML developers clients can use an app like Contribute for site updates. Users can change images, text and add content as they please. The problem is that not a whole lot of small biz owners are savy enough or even want to update their sites - at least in my case that is.

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3397 Web Page Designs
Geo-SEO

I like the idea of swapping services. So Jon, if you are interested, or if there is anyone else out there that would like to discuss how we could help each other, I would be interested.

I am a designer/manufacturer of Sarongs and Beachwear. Someone else built my site Sarongboutique, but I do all the work, plus run all aspects of the business.

My other website, Yogabound has been neglected. And I am ready to take it to the level I envisioned, that of more of a social networking site. White I know a lot about working on websites, many of these apps require PHP and I don't have the time to stop and learn yet another thing. And, this this isn't my business.

I would really be grateful if anyone out there could take advantage of this beneficial situation and hope to hear from you soon.

YogaBoundDeb
Founder
YogaBound & SarongBoutique

Lots of great replies here.

For keeping the servers running, I don't have a clue. But for time-critical and emergency site updates that don't require messing with custom programming and apps:

1. As many suggested, let your clients know your plans as far in advance as possible. If your relationship with them is good, as you suggest it is, they will be understanding of whatever plan you present them for supporting them while you are away.
2. I take my laptop with me, both for handling those things that I must do personally and communicating with anybody I line up to cover for me. I'm planning a whole month cross-country motorcycle trip in June and will bring my laptop. I did 2-weeks (also on bike) last year and spent only about 30 minutes each night, often less; a couple of times more.
3. Line up a freelancer, like me, to handle basic site updates for you. Someone emphasized "trusted", but only a fool would cross anybody who is active on these discussion boards. I would bet anyone active here knows how to get even with someone who did them wrong!

Smokie

I go with CrankyDave

Mission Critical issues rarely happen, but when they do, its usually when you are on vacation.. This is why I refuse to do hosting any longer.. I owned an ISP for 7 years and will never ever own another one.. Instead I am the #1 affiliate for my favorite host and he manages the hosting issues and I get a little money in exchange for sending him clients.. We both win..

As for the rest, getting away from email should be your first step.. As was said earlier, a ticket system gives you a more professional appearance and provides you with a method to manage "work to do" emails from other types..

In your case, with a small client base, you should be able to easily email them all and let them know that you will be taking a vacation from xx to xx and any support and change issues will be addressed when you return.. You clients will understand since they take vacations too..

Another issue that was suggested, it may be time to start a co-op with another developer that you can trust.. This way while you are on vacation he/she can deal with "emergency only" support issues (ticket system helps here) while you are on vacation and you can do the same for him/her while they are on vacation..

When I was doing desktop/server tech work back in the day my co-op network was 12 people deep.. We covered for each other all the time and when a client called and I was busy I had a phone list to run down and find someone not busy.. they would go help my client and I would do the same for them.. Then we got together once a month and swapped checks with each other for the work done.. We were always careful to never suggest that we had our own company or anything of the sort.. I would simply say him I work for Shannon and I'm here to help.. Worked flawlessly for 6 years..

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Steve : Animal Charms Animal Jewelry | Fishing Blog
I'm smelling a whole lot of if coming off of this plan.

Regardless what level of service you provide, it still comes down to time and money. dawilliams' humorous approach does nicely to sum this up.

"Just how committed do you expect me to be for two hundred bucks a month?" is the question to ask a client (well you wouldn't really, but you could think of it).

For years we never got away for more than a few days, and then never very far from a console. A couple of years ago I started scheduling in a theoretical sort of way.

If you tell folks you are working to a schedule they tend to respect your partitioning of time and allocating of resources to individual projects. They are also really impressed when you perform asap tweaks before they even expect them. This is a nice position to be in, and one that affords some down time when it suits you, not them.

Is it really time or day? do a file vacation time to your boss.LOL! ..You must do a good job always and be hectic to your assignment in area so that your boss would be appreciated and then later you will get your vacation time. Or else if you are bless you could get a promotional vacation.

I am in a similar situation work wise, but have in recent years adopted a policy of informing clients early and then heading off on holiday (without a laptop where possible).

Given plenty of notice, clients do understand and they can usually wait for a week or two for minor updates without the world ending. Despite the pre-holiday notice, I still get mobile/cell calls and usually I find that checking my voicemail every few days and returning the really urgent enquiries can help smooth over impatient clients prior to your return to the office.

The issue of finding and training a reliable & trustworthy person to oversee your business is tough. I have tried this in the past and found that clients were subsequently walking when the hired help undercut rates and coaxed away my clients: It helps to set a watertight contract up beforehand with clauses about such things.

There is no point in letting clients dictate terms of your personal life - it isn't worth it.

Mike Garrick Green.
Internet systems developer & consultant
GMP Group Ltd

Managing expectations is really key in this business.
If you are going to provide a service for your clients and you always have done it a certain way (timely updates). You should continue to provide this.
If cost is not an issue you may look to higher so part time help to get the work done while you are away and you just monitor the email, without getting involved, unless critical (this is very difficult to do for some people).
It could be that cost is an issue, in which case you may need to raise your rates. Either that or just keep bustin your butt.

I havent taken a vacation (longer than an extended weekend) in 6 years. But this year I am going with the family for at least a week. I wont be totally disconnected. In todays world you can always be connected if you want. But I will have limited connectivity by choice.

We have a small office and I will setup a separate vacation email just for my staff to contact me if necessary. All other email (i have about 12 accounts) will be turned off with an out of office responder. If they need assistance, contact someone else's email address. That person will then have my vacation email (and will not give it out to anyone else). The will be empowered to make the decision if I need to see the message or not. Then I will check my email once a day or every other day while I am out.

I am concerned about this but if you dont take time for yourself, your whole company (and your clients) will suffer in the long run.

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neighborhood websites for communities, associations,clubs & organizations

I try to work between 9 am and 6 pm local time

And here's a little trick I picked up along the way. While I try to work a "regular" work day there are those times when a third shift is inevitable. But I don't want to necessarily be viewed as available 24-7. So when I am working late and I need to shoot off an email, I will schedule it to be sent in the morning rather than at 3:00 am when I'm writing it.

This helps me keep my work load under control, but manage client expectations at the same time...(Slightly off topic, but helpful I hope.)

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Graphic & Web Design
www.jannmirch.com

I'd say you need to take some extra time doing your work or you can charge your work to your assistant temporarily.

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